Proactively Eliminate Complaints

Let’s face it, no one likes to get savage customers, but that doesn’t mean they won’t show up occasionally. If you think about the last time you got really upset with poor service, identify what triggered it. In my case, it’s usually because the person I’m speaking with is not taking me seriously or dismissing my problem as unimportant. This can be very frustrating and lead many customers to either erupt or leave and never come back. Sometimes, they do both.

One of the things I like best about Linda Rouleau of ABTS Accounting Services is that she proactively became an enrolled agent. Unlike a CPA, and enrolled agent can actually communicate more thoroughly with the IRS and resolve issues for clients in a much more thorough fashion. Becoming an enrolled agent was a proactive decision that Linda Rouleau made when she began her business.

The key quality we’re talking about here is being proactive. You have many decisions to consider when you’re starting up your own business. Depending upon your specialty, you may consider building a customer service de-escalation plan in the event that somebody is very upset with your service. Of course, not every business thinks this far ahead.

There should be a sequence of what to do when a customer complains — and you’ll want to make sure that everyone in your business knows exactly what those steps are and the sequence in which they are to be followed. First of all, listen intently to the client who had the problem. Go out of your way to make sure that you get the details and avoid being defensive. Next, thank the customer for alerting you to the problem. Even though you haven’t solved anything, the customer will tend to be less emotional if he or she feels like you are taking him or her seriously. Next, propose a solution to solve the problem. Many clients will be happy that you’ve taken these steps to address the issue. Still, you may have to go further, such as replacing or substituting something the customer wants instead. If this doesn’t work, you may even have to give them their money back. This is usually a last resort, but the good thing is, most customers just want you to address their issue. If it does come to giving money back, do it graciously and cheerfully and wish them well. You’ll probably never see that customer again, but at least you’ve disarmed him or her from having ammunition to badmouth you to everyone they know — including your competition.

When it comes time to deal with a highly-volatile customer, you’ll be glad that you proactively took the time to put in plan in place to calm the person down. And, if you do this well, the irate customer will know that you did so, and respect you for your foresight.

“No one can make you serve customers well. That’s because great service is a choice.” – Ken Blanchard

Let me hear from you.

(This excerpt is taken from the seminar entitled Legendary Customer Services IV: Soothing the Savage Customer) I encourage you to click here to register for the Legendary Customer Services IV: Soothing the Savage Customer live Super Summer Bash seminar on August 8, 2024, at Lancaster Bible College in Lancaster, PA from 9:00 AM to 12:00 Noon Eastern Standard Time.  This seminar is also available for live streaming.

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